Every time Switchfast technicians close out a service ticket, the client receives a survey asking about their satisfaction with performance and professionalism of the employee. This measure gives us real time feedback, so we know exactly how we’re doing at any point in time. We receive nearly 1,500 service ticket surveys per month from our clients. Over 98% of the time, we receive a response of "Good" or "Extraordinary!" to the question, "How satisfied are you with our work on this request/incident?".
While the average client satisfaction score in the IT service industry is mid 80s, it's important to also consider a company's survey response rates. Switchfast averages a 66% response rate on client satisfaction surveys. According to CustomerThermometer, the average customer survey response rate is often below 2%.
Are you considering a new IT Managed Services Provider? Anyone you are considering will surely tell about their amazing client satisfaction scores. Be sure to ask that company the following questions:
- How do you measure client satisfaction?
- Do you survey all clients or just a select few?
- How often do you survey your clients?
- How often do you review your surveys and with whom?
- Can you show me your surveying process and your data?
Net Promoter Score measures customer experience with the question: “On a scale from 0-10, how likely is it that you would recommend this brand to a friend or colleague?”
Subtracting the percentage of scores in the 0-6 range from the percentage of scores in the 9-10 range yields the Net Promoter Score. Satmetrix, the co-developer of Net Promoter®, benchmarks leading brands according to their NPS. Their 2016 report included 44,000 US respondents and 247 brands across 23 industries**. The average NPS across all industries is 33. For the Technology and Electronics industry, the average NPS is 34. The leading brands in the Technology and Electronics industry such as: Amazon, Apple and Samsung, have an average NPS of 54.
Managed and reported on by an independent 3rd party company, each day 20 - 30 NPS Surveys go out to a random selection of Switchfast's clients end-users. The Switchfast Leadership Team and Client Services Teams review daily all "Detractor" responses (a score of 0 - 6) and all "Promoter" responses (a score of 9 or 10). Year-to-date in 2018, Switchfast NPS scores are twice the average business and 30% higher than some of the best and most respected brands in the World.
Source: http://www.satmetrix.com
At Switchfast, we check in every six months with an anonymous survey gauging employee satisfaction, engagement, and overall impressions about the company’s process and culture. We base our Employee Engagement survey on Gallup's Q12 Survey. Gallup has studied survey results from more than 25 million employees around the world and they even wrote the bestselling book on engagement — twice.
This is not only a good way for us to ensure that our team is happy, but also an invaluable source of suggestions for improvement. Here are the twelve questions we ask entire team 2x / year:
Q01: I know what is expected of me at work. 6 in 10 U.S. employees strongly agree
Q02: I have the materials and equipment I need to do my work right. 3 in 10 U.S. employees strongly agree
Q03: At work, I have the opportunity to do what I do best every day. 4 in 10 U.S. employees strongly agree
Q04: In the last seven days, I have received recognition or praise for doing good work. 3 in 10 U.S. employees strongly agree
Q05: My supervisor, or someone at work, seems to care about me as a person. 4 in 10 U.S. employees strongly agree
Q06: There is someone at work who encourages my development. 3 in 10 U.S. employees strongly agree
Q07: At work, my opinions seem to count. 3 in 10 U.S. employees strongly agree
Q08: The mission or purpose of my company makes me feel my job is important. 4 in 10 U.S. employees strongly agree
Q09: My associates or fellow employees are committed to doing quality work. 3 in 10 U.S. employees strongly agree
Q10: I have a best friend at work. 2 in 10 U.S. employees strongly agree
Q11: In the last six months, someone at work has talked to me about my progress. 3 in 10 U.S. employees strongly agree
Q12: This last year, I have had opportunities at work to learn and grow. 4 in 10 U.S. employees strongly agree
Source: https://q12.gallup.com/